Senior IT Service Quality Analyst
The Senior IT Service Quality Analyst will support the Digital Workplace Enablement team by ensuring the highest standards of service quality across our service desk, field support teams, and other support functions. This role involves reviewing ticket quality, identifying and implementing process and quality improvement plans, and developing strategies to maintain a focus on service quality.
Key responsibilities include driving a global service quality program to ensure consistent, high-quality end-user support, partnering with regional operations and vendor teams to improve service outcomes, conducting quality reviews of support tickets and providing actionable feedback, identifying and implementing process improvements to elevate service performance, and developing and championing innovative approaches to strengthen the service quality culture.
The ideal candidate will have 5+ years' experience in IT Service Management, End User Services, Help Desk Quality, or ITSM governance, a Bachelor's degree in IT, Business Administration, or a related field (or equivalent experience), a proven background in service quality management within a digital workplace or IT support environment, a strong understanding of ITIL or similar service management frameworks, experience with quality audits, KPI tracking, call listening, and performance management, strong analytical skills, including basic use of Power BI or similar reporting tools, and strong stakeholder engagement.
Experian offers a comprehensive benefits package, including personal development opportunities with unlimited access to online educational training courses, a friendly work environment with recognized strong team spirit, a social benefit package including life insurance, food vouchers, additional health insurance, monthly flex allowance and internet coverage, corporate discounts, marriage and childbirth/adoption allowance, Multisport card, Sharesave plan, Employee assistance program, a birthday gift, and many other benefits. Additionally, we provide 25 days paid vacation, 1 additional day off for your birthday, and extra 3 paid days for participation in social responsibility events, with opportunities for flexible working hours and home office.